About Atos
Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.
The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.
Job Responsibilities:
Ensures that all relevant parties are aware of and achieve SLA's. Identifying reasons for possible failure and mitigating those reasons where possible.
Takes the lead in communicating appropriate information effectively to ensure service continuity in a timely manner.
Identifies, manages and maintains all Risks, Issues and Service Improvement logs using the appropriate tooling, to drive down customer issues and complaints, increase the perception of Atos OSS services delivered and achieve SLA. Ensures best practice development is considered, completed and financial efficiencies are made for both the customer and Atos.
Supports appropriate transitions, transformation and additional BAU service projects teams within the scope of OSS Portfolio services.
Manage and own the day to day relationships with Atos provider's on behalf of OSS to ensure a compliant service is delivered.
Review all data to ensure SLA and quality compliance within targets set via Head of OSS.
Contribute, as appropriate, to OSS monthly dashboard presentations when requested.
Through effective delegation, manage all issues and when relevant, in partnership with the TSM, Tower Leads and Service Management community ensure action is being taken.
Where appropriate staff management is assigned, ensures all staff issues and information is handled sensitively and takes responsibility for decisions made. Is able to be constructive and contributory in the making of difficult decisions and performance issues.
Possesses a dynamic personality to support company objectives and customer needs.
Actively involved and promotes the Atos continuous improvement mind set. Is able to develop new processes and structures using creating and innovate solutions to address areas in need of delivery improvement.
Acts as service lead, by working closely and mentoring the Service Coordinator community to identify knowledge gaps and assist with future succession planning and career development.
Ensures all work undertaken by OSS complies with Atos polices and frameworks, such as Incident, Problem and Change Management.
Acts as an escalation point for major incidents and customer escalations, ensuring that the correct and appropriate action is taken whilst mitigating similar failures for the future.
Ensures that all cost and financial areas of responsibility are managed within the scope of the role, escalating issues or projects of concern.
Is encouraged to contribute ideas and plans that will generate an increased revenue or margin.
Reviews, revises and ensures the availability of documentation for use by the providers in the support of our customer business
Skills and Competencies:
Understands the internal roles of OSS and responsibilities of the wider organisation, e.g. other managed services delivery units.
Strong understanding of the business, policies and regulations for the supported customer base.
Maintains and promotes an in-depth knowledge of all processes and systems that are required for the role.
Demonstrates appropriate customer service skills.
Carries out all work within the OSS Framework with confidence, using initiative and best practice guidelines set.
Intermediate level of computer understanding and able to competently use Microsoft Office Packages (Word, Excel, Powerpoint) as a minimum. Can work within bespoke toolsets comfortably with training if necessary.
Able to compile and present findings, new improvement initiatives to a required audience where appropriate with the desired level of competence.
Has a clear and understood concise level of both written and verbal use of the English Language. Ensuring good grammar and punctuation as a minimum.
Good commercial awareness of IT discipline and associated considerations for supporting the provision of IT operational support.
Qualifications & Experience
Ideally degree educated or equivalent demonstrable experience in a Business or IT Service Industry Discipline.
Relevant years of experience working in a shared or leveraged service environment.
Past experience of working within structured timeframes or SLA.
Ability to follow, understand and act on a level of technical information.
Good commercial knowledge and aware of all considerations relating to the provision of a support service.
Aptitude in critical analysis for use in offering support in relation to fixing incidents and completing complex changes.
Able to compute formulae in Microsoft Excel
Capable of compiling and delivering presentations in Microsoft PowerPoint
Training & Development
Atos Induction - via the Personnel/HR Induction Portal;
Security Awareness; Code of Ethics, Customer Experience and Data Protection Training via the Atos Portal.
Health, Safety & Environment training (Display Screen Equipment, Environmental Awareness, Fire Safety, Office Safety) via the Atos Portal.
Call ticketing system training (may be an overview designed to meet OSS requirements)
Risk Management
Issues and Improvements identification, creation and administration.
Appropriate management and leadership development training MDLP
ITIL Foundation
#LI-Post
Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.
